Max is on his second Samsung Galaxy Note II. He's been having issues with connecting to WiFi at home. He returned it and the new one solved the issue. Now he needs to update his software, but his Gmail app won't work. The Verizon rep says that the install failed and he has to send the phone back to Verizon to be reinstalled. Max understands but he's frustrated that he got no notification that the install failed. Leo says he can try re-imaging the phone, but it's probably better to let Verizon do it.
Updating a phone's firmware always comes with the risk of bricking the phone. It usually doesn't happen, but it can and there's plenty of Android and iPhone users who have had that experience.